Cancellation policy

Cancellation, Withdrawal and Returns Policy

At DeEspecialidadCafe, we strive to provide our customers with the best possible experience. If you need to cancel an order, exercise your right of withdrawal or report an issue, the conditions applicable to purchases made through our online store are explained below.

1. Order Cancellation Before Dispatch

Customers may request the cancellation of an order before it has been prepared or dispatched from our facilities.

To do so, please email info@deespecialidadcafe.com, providing:

  • order number,

  • full name,

  • email address used for the purchase.

If the order has not yet been dispatched, we will cancel it and issue a full refund of the amount paid.

If the order has already been dispatched, it can no longer be cancelled as such. In this case, the customer may, where applicable, exercise their right of withdrawal under the terms set out in this policy.

2. Right of Withdrawal

In accordance with applicable legislation, customers have 14 calendar days from receipt of their order to withdraw from the purchase without having to provide a reason.

To exercise this right, the customer must clearly communicate their decision by emailing info@deespecialidadcafe.com, providing:

  • order number,

  • full name,

  • email address used for the purchase,

  • products they wish to return.

Notice of withdrawal must be given within 14 calendar days of receiving the order or, where products from the same order are delivered separately, within 14 calendar days of receiving the final product.

3. Conditions for Accepting a Return Following Withdrawal

For a return following withdrawal to be accepted, products must be returned in appropriate condition and must not have been consumed, opened, unsealed, altered or damaged beyond what is necessary to inspect their external condition.

In particular:

  • Food products that have been opened, unsealed, handled or consumed, either wholly or partially, cannot be returned.

  • Products must be adequately protected for return shipping.

  • Whenever possible, products should be returned in their original packaging.

The absence of the original packaging will not automatically prevent a return if the product is in suitable condition for inspection. However, the customer will be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.

4. Return Costs in the Event of Withdrawal

Unless the return is due to an error on our part, a defective product or an issue attributable to DeEspecialidadCafe, the direct cost of returning the products shall be borne by the customer.

Once the decision to withdraw has been communicated, the customer must return the products within a maximum of 14 calendar days from that notification, following the instructions provided by email.

5. Refunds in the Event of Withdrawal

Once the products have been received and their condition verified, DeEspecialidadCafe will refund the corresponding amounts using, unless expressly agreed otherwise, the same payment method used by the customer for the original purchase.

In the event of withdrawal from the entire order, the following will be refunded:

  • the amount paid for the returned products that meet the conditions of this policy; and

  • any standard delivery costs paid by the customer for the original order, where applicable.

Any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery option offered on the website will not be refunded.

DeEspecialidadCafe may withhold the refund until the returned products have been received or until the customer provides sufficient evidence that they have returned them, whichever occurs first.

6. Partial Withdrawal from an Order

If the customer decides to return only some of the products included in an order, the refund will be limited to the amount paid for the products actually returned and accepted.

In the event of a partial withdrawal, the original shipping costs will not be refunded, unless otherwise required by applicable law in a particular case.

Furthermore, if the order benefited from a promotion subject to a minimum total purchase amount — for example, free shipping above a minimum order value — and, following the partial return, the products ultimately retained by the customer no longer meet the requirements of that promotion, DeEspecialidadCafe may deduct the shipping cost or the value of the promotional benefit applied from the amount to be refunded, in accordance with the conditions in force at the time of purchase.

7. Packs, Bundles and Products Sold as a Set

Where certain products are sold as a pack, bundle or indivisible set, the right of withdrawal must be exercised in respect of the entire set.

Partial returns of individual items forming part of a pack or bundle will not be accepted where this would result in the set being broken up, a loss of its commercial integrity or an inability to resell it under the conditions in which it was originally offered.

8. Defective, Damaged or Incorrect Products

If the customer receives a product that is:

  • defective,

  • damaged during transport,

  • or different from the product ordered,

the customer should notify info@deespecialidadcafe.com as soon as possible after receiving it, providing:

  • order number,

  • a description of the issue,

  • photographs of the product and packaging, where applicable.

In these cases, DeEspecialidadCafe will bear the costs of collection, return or replacement and will offer the customer, as appropriate:

  • a replacement product,

  • shipment of the correct product,

  • or a refund of the amount paid.

9. Return Procedure

To request a return, the customer must follow these steps:

1. Contact Us

Email info@deespecialidadcafe.com, providing:

  • order number,

  • full name,

  • email address used for the purchase,

  • products to be returned,

  • reason for the return in the event of an issue or defective product.

2. Wait for Our Instructions

Once we have received the request, we will reply with instructions on how to proceed and, where applicable, the address to which the products should be returned.

3. Return the Products

The customer must send the products within the specified timeframe and ensure that they are adequately protected for transport.

4. Inspection and Resolution

Once the products have been received and inspected, we will notify the customer by email whether the return has been accepted and, where applicable, issue the corresponding refund or replacement.

10. Exclusions and Limitations

Returns will not be accepted in the following circumstances:

  • food products that have been opened, unsealed, handled or consumed, either wholly or partially;

  • products returned incomplete, deteriorated or damaged for reasons attributable to the customer;

  • returns requested outside the legally or contractually established time limits;

  • partial returns of packs or bundles sold as a single product, under the terms set out in this policy.

11. Contact

For any questions regarding cancellations, withdrawals, returns or issues with an order, please email:

info@deespecialidadcafe.com